Description
Premier Customer Support; Basic Process Onboarding; Bookings; Case Management; Claims Handling; Escalated Issue Resolution; Execution of Solution Logistics; Inquiry; Issue Resolution; Oversee All Representative Activities (including Coaching & Monitoring); Proc-active Notification; Pro-active Prevention; Relationship Management; Run and Provide Customized Reporting
Title - Premier Customer Care Team Leader
Department - Customer Experience
Number of positions - 1
Who we are
At FedEx, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's next. We are Team FedEx and we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to what's next.
This isn't a place to get just a job. Here, you get a career for life. Its a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results for our customers, for our people and for the planet.
Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.
Our Values
We take pride in being a people-first company, where our employees feel safe, valued and respected. Our culture values empower us to deliver great results.
With one FedEx culture, we:
Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what's next
Awards
- FedEx was ranked No. 18 on Fortune's "World's Most Admired Companies" All-Star List in January 2026, marking its 26th consecutive year in the top 20. FedEx remains the highest-ranked delivery company on the list.
- Ethisphere named FedEx as one of Worlds Most Ethical Companies in 2023,2024 and 2025.
- FedEx in India is Great Place To Work® Certified (2025-2026)
What you will do
Job Purpose
- Support the manager by taking supervisory responsibility for day-to-day coordination of team activities.
- Ensure processes and procedures are completed promptly, consistently, and in compliance with company goals and regulatory requirements.
- Provide supervisory support to clerical employees by allocating tasks, providing direction, and ensuring timely completion.
- Motivate the team to achieve performance and operational objectives.
People & Performance Supervision
- Drive high levels of team performance.
- Ensure team members understand objectives and performance expectations.
- Assess performance using approved methods and provide regular feedback and development guidance.
- Update the manager on team performance.
- Assist the team in managing and completing workload effectively.
- Develop and use tools to monitor the completeness and accuracy of departmental processes.
- Handle escalated, complex, or high-impact customer issues as required.
Processes & Procedures
- Initiate and implement corrective actions when required.
- Review processes and documentation to ensure compliance with standards and procedures.
- Identify, investigate, and escalate anomalies, issues, or variances to management.
- Participate in or lead continuous improvement initiatives within the department.
Planning
- Support the manager in workforce planning, scheduling, and rostering.
- Ensure departmental priorities are effectively managed.
- Communicate team targets and goals.
- Provide regular progress updates to management and the team.
Training
- Support the manager in identifying team training needs.
- Align briefings/trainings for the team with L&D.
Management Support
- Provide administrative, data management, reporting, and analytical support.
- Deputize for the manager when required.
- Ensure confidentiality of sensitive information.
Reporting & Data Management
- Ensure timely and accurate completion of team/customer reports.
- Support the development and improvement of reporting practices and information management systems.
Project Management
- Participate in regional departmental projects.
- Conduct research and analysis.
- Identify local implementation issues and recommend practical solutions.
Compliance
- Ensure compliance with company policies, procedures, legislation, external regulations, and service agreements.
- Ensure required approvals are obtained throughout processes.
- Conduct departmental audits where applicable.
- Escalate non-compliance issues to management promptly.
Stakeholder Alignment
- Collaborate with internal teams and key stakeholders to ensure process accuracy and timely completion.
- Liaise with customers, vendors, and employees to resolve escalated issues.
- Build alignment and secure stakeholder commitment to agreed actions.
- Lead the implementation of corrective actions resulting from stakeholder discussions and process reviews.
You will be a great fit if you
- You have proven experience leading or supervising operational, administrative, or customer service teams in a fast-paced environment.
- You are a people-focused leader who motivates, coaches, and develops team members to consistently achieve performance targets.
- You have strong organizational and prioritization skills, with the ability to coordinate workloads and meet deadlines while maintaining high-quality standards.
- You are confident handling escalated customer, employee, or vendor issues and can make sound decisions under pressure.
- You have experience monitoring team performance, conducting audits, ensuring compliance, and implementing corrective actions.
- You are passionate about continuous improvement and have a track record of identifying process enhancements that improve efficiency, quality, and customer outcomes.
- You possess strong analytical skills and are comfortable preparing reports, interpreting data, and using insights to support operational decisions.
- You are collaborative and build strong working relationships with cross-functional teams, stakeholders, vendors, and customers.
- You demonstrate a high level of integrity, professionalism, and discretion when handling confidential information.
- You have excellent communication skills and can clearly communicate goals, expectations, progress, and performance across all levels of the organization.
- You are committed to maintaining compliance with company policies, regulatory requirements, and service level agreements while driving a culture of accountability and continuous improvement.
What you can expect
- Attractive remuneration package
- Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
- A supportive and inclusive work environment.
- Mentorship and guidance from industry professionals.
- Exposure to real-world projects and challenges in Marketing, Operations and other functions.
- Valuable skills and experience to enhance your resume.
- Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be
Our Commitment to Equal Opportunities
Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.
We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.
Interested to join Team FedEx?
Everyone at FedEx has a part to play. It's about coming up with smart solutions, remaining resilient in the face of setbacks, and going above and beyond to get the job done. And whether you're a
business leader or delivery driver, you'll be empowered to take responsibility and overcome each challenge in your own way.
If this role and working environment sound like a place you can thrive in, apply today and let's create what's next together.
Accuracy & Attention to Detail; Interpersonal Skills; Planning & Organizing Skills; Problem Solving Skills; Team Working Skills
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.
All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.
Our Company
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World's Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
Our Philosophy
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
Our Culture
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970's. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today's global marketplace.